In a recent interview with CXFocus’s Michael Gwilliam, at Ashton Media’s CX Retreat, Siân Howatson, Head of Customer Insights & Automation at Swyftx, discussed the evolving trends in CX, emphasising proactive and predictive customer experiences enabled by AI. She stressed the need for a balanced approach to AI implementation, ensuring it complements employee experience and …

AI’s true potential lies in disrupting the Australian market by enabling unique customer experiences, according to Lachlan Davidson, GM of Customer Strategy & Performance at Bupa. Davidson also emphasises that AI must be leveraged to enhance ‘signature moments’, not just basic services. Michael Gwilliam from CXFocus recently caught up with Lachlan at Ashton Media’s CX …

Dannielle Pearson, Head of Customer Strategy & Insights at Concentrix, recently shared her perspective on the shifting landscape of customer experience (CX) and Artificial Intelligence (AI) at Ashton Media’s CX Retreat. She spoke to CXFocus’s Michael Gwillian about the enduring need for human skills like emotional intelligence and critical thinking. She also stressed that CX …